Workforce Management Analyst

3 weeks ago


Jeddah, Saudi Arabia Al-Futtaim Full time

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

**Overview of the role**

Responsible for engaging and managing change with designated field users as part of the FWM deployment

**What you will do**

Develop duty sheets and other daily reporting as required by the business
- Works with the Analyst, Workforce Management to provide real-time information on contact center.
- Addresses recurring problems by recommending improved work processes, policies, or procedures.
- Schedules all transaction based work.
- Creates, maintains, and distributes current, historical and custom key performance reports on daily, weekly and/or monthly basis to ensure that facility leadership is equipped with the data necessary to make assessments of the staffing, training and contact center performance.
- Communicates effectively with individuals/teams in the contact center to ensure high quality and timely customer experience
- Updating all employees requests such as leaves, bank account update, and data maintenance in SAP system.
- Create cases in the CRM system.
- Assign all cases to the HRSS team.

**Required skills to be successful**
- HR Background
- Customer Service Skills
- Good organizational and communication skills, plus knowledge of talent management programs functions.
- Experience in a unionized work environment.

**What equips you for the role**
- Proficient in Access Microsoft Office.
- English Language
- Problem Solving
- Work under pressure



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